IT Support Specialist

SUMMARY

The IT Support Specialist is accountable for delivering desktop support to both on-site and remote internal customers within the company. This entails effectively overseeing a diverse range of customer calls, emails and in person requests by listening, interpreting, explaining, and understanding their needs. Collaboration within a team is crucial to ensure the highest level of customer service and responsiveness. In addition to providing support, this role involves maintaining and suggesting improvements to client technology, applications, peripherals, and configurations.

ESSENTIAL FUNCTIONS

• Provide desktop support for internal clients on computer hardware, applications, peripheral devices, and software.
• Provide support for internal clients on IOS and Android mobile devices (phones/tablets)
• Collaborate effectively with teams; assisting and educate other team members in resolving complex technology issues.
• Interact with internal customers in a professional manner through phone, email or in person, providing superior customer service.
• Elevate issues to senior staff or outside contractors as needed; interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problems.
• Support and maintain IT assets (PC, Laptops, Tablets, Printers, Copiers, Network components).
• Enter, update, and close assigned work tickets in a timely manner.
• Recommend client technology changes to ensure that the company is utilizing technology in efficient ways to support business growth and improve customer satisfaction.
• Support and participate in PC replacement and imaging program.
• Support and participate in the company-wide printer/copier supply and maintenance program.
• Maintain an open and candid working relationship with immediate supervisor/manager in discussing matters of importance.
• Demonstrate regular and punctual attendance at the assigned work location.
• The ability to work under limited supervision.
• Detail-oriented with strong documentation and organizational skills.
• Adhere to established policies, procedures, agreements, and deadlines.
• Act as thoughtful stewards of the company and its resources.
• Participate in on-call rotation and follow the escalation process to provide 24/7 support.

QUALIFICATIONS

• Associates degree in computer science, Information Technology or related, field; or equivalent work experience.

• Proven experience (2-4 years) in IT support roles with a focus on Microsoft operating systems and applications.
• In-depth knowledge of Microsoft Windows 10/11 and Office 365 suite (Word, Excel, PowerPoint, Outlook, etc.).
• Strong troubleshooting skills with the ability to diagnose and resolve technical issues efficiently.
• Experience with software installation, configuration, and patch management for Microsoft systems and Office applications.
• Excellent communication and interpersonal skills with the ability to effectively interact with company staff at all levels.
• Detail-oriented with documentation and organizational skills.
• Microsoft Certifications, CompTIA A+ or equivalent are a plus.